2025 Best Practice Guide
Raising Standards

Here is an example of how a Bespoke Learning Academy could look like for your organisation

You can view all the modules you need below. To see individual Modules in the showcase click on the dropdown at top left of the video. Module descriptions are below the videos.

You can gain Foundation Accreditation by watching at least one of the showcases below and completing this Accreditation Questionnaire. Send a copy of the questionnaire to your manager and accreditation@theforum.social for sign off. More information on accreditation can be found here.


You can download our Best Practice Guides here.

These modules are available to you until "Agreed Date"

Accredited Professionals

Congratulations to the following who have been accredited at Foundation Level
 - Jane Smith
 - Mohamed Ahmed
 - David Green
 - Karen Jones

Academy Launch & Tutorials

We can hold a launch for your academy so everyone understands how to access the modules and what they need to do to gain accreditation. We can also hold regular tutorials to layer in the learning and discuss how it is most appropriate to their role.

Start your learning

Your team get access to modules to help them focus on their learning, hear from other members on why learning is so important to them, how they build time into their diary for development and what they are doing differently because of this.

Your modules

We can add some of our box sets here or curate a set of individual modules that work best for your team.
Module Title
Description of what the module contains and what you will learn from it
 - Point one of specific learning
 - Point two of specific learning
 - Point three of specific learning

Module Title
Description of what the module contains and what you will learn from it
 - Point one of specific learning
 - Point two of specific learning
 - Point three of specific learning

Module Title
Description of what the module contains and what you will learn from it
 - Point one of specific learning
 - Point two of specific learning
 - Point three of specific learning

Individual Modules

You can choose the modules from the full list that are most suitable for your team

Calibration

Calibration
This module explores Quality Calibrations, focusing on methods to ensure consistency and clarity in quality assessments:
 - Purpose of Calibration: Emphasises the importance of calibration for maintaining consistent standards and ensuring fairness in quality assessments.
 - Key Steps to Calibration: Details essential steps such as identifying variances, focusing on critical issues, understanding discrepancies, defining standards, and implementing actions.
 - Calibration Strategies: Advocates for customising the calibration process and involving relevant personnel like quality assessors and frontline advisers to align with organisational goals.
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Categories: Operational Improvement Recording

Objectivity and subjectivity & The challenge of accuracy

Objectivity and subjectivity & The challenge of accuracy
This module explores the balance between objectivity, subjectivity, and accuracy in quality assessments:
 - Consistency Challenges: Highlights the difficulties of achieving perfect accuracy in quality checks, noting limitations in both human and automated evaluations.
 - Objective vs. Subjective Criteria: Explores how subjective assessments can sometimes offer more reliable insights due to their flexibility in interpreting context, compared to the rigid nature of objective metrics.
 - Quality Check Optimisation: Advocates for regular calibration of quality systems to improve accuracy, while warning against overemphasising precision at the expense of broader quality improvements.
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Categories: Operational Improvement Recording

Safeguards vs Checks

Safeguards vs Checks
This module covers the importance of implementing safeguards and checks to enhance quality processes:
 - Risk Identification: Focuses on finding and correcting mistakes, but highlights the limitations of manual monitoring and the negative impact on team morale.
 - Safeguards Over Checks: Advocates for implementing safeguards to prevent errors, reducing the need for constant checks and improving efficiency.
 - Proactive Measures: Encourages exploring safeguarding options before adding more checks to the quality framework, ensuring a more sustainable approach to risk management.
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Categories: Operational Improvement Recording

Aligning Quality Measures

Aligning Quality Measures
This module explores aligning quality assurance measures with organisational goals to enhance quality and demonstrate the value of the quality function:
 - Quality Focus: Emphasises improving actual quality rather than just scores, integrating customer experience, company alignment, colleague support, and compliance.
 - Customer-Centric Measures: Uses feedback like CSAT and NPS, along with operational metrics such as First Contact Resolution (FCR) to reflect real customer satisfaction.
 - Business Perspectives: Considers financial impacts, evaluating handle times, sales effectiveness, and churn to align quality actions with business objectives.
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Categories: Operational Improvement Recording

Types of Framework

Types of Framework
This module delves into three types of quality frameworks suitable for diverse organisational needs:
 - Performance Frameworks: Measures and targets performance with scoring mechanisms, aiding in performance management and meeting organisational goals.
 - Coaching Frameworks: Supports individual improvement without direct measurement, focusing on future actions and collaborative development across the organisation.
 - Customer Journey Frameworks: Generates insights for continuous improvement by analysing the entire customer experience, identifying both pain points and best practices.
 
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Categories: Operational Improvement Recording